I have been loyal to Google since the launch of the OG Droid. Between apps and devices, I've spent thousands in the play store. I bought a Nexus 7 and Galaxy Nexus on launch day, and bought another Galaxy Nexus a little over a week ago. I emailed Google a couple days before the Nexus 4 was announced, and asked if I could exchange my phone for the new phone. They responded, telling me to call them. This morning I called to inquire about the 32GB Nexus 7, the Nexus 4, and the Nexus 10. I told them that I would like all three, and they told me that they could order them. I asked if I could exchange my Galaxy Nexus, since it's pretty much brand new, hardly a finger print on it. They told me no.
Just a flat out no. To make matters worse, they were not aware that a new line of Nexus products had been launched. I asked, if there is a 15 day return policy, why I can not return a phone that I purchased within the last 15 days. He responded, with a rather rude tone, "We aren't a cell phone carrier. We don't offer upgrades on your old phone." Well no kidding. I switched to the Nexus to avoid being tied to a carrier. I explained again, that I would also like to order a Nexus 10 and Nexus 7, along with a Nexus 4. After going back and forth for a while, he went to ask a supervisor what he could do. They offered to take it back for a restocking fee. Normally, I would expect to pay a restocking fee for an open phone, but I practically had to pull teeth just to get that offered to me, so I decided to push it a bit and see if they valued me as a customer at all. I asked to speak with a supervisor.
The supervisor came to the phone, already annoyed, and pretended to be completely oblivious to why I asked to speak with him. "How can I help you today, sir?" As if the previous rep had not filled him in. So again, I went through the story. I simply asked the guy if he valued my business, and would be kind enough to waive the restocking fee if I were to order all three devices. Right off the bat, the supervisor starts off with slanted apologies "I'm sorry you feel that way" and "I'm sorry that is how you think that." I asked if I could speak with his supervisor, because he was talking down to me. He told me that he is the highest level of customer service that would come to the phone. I asked if there was somebody I could email, he told me no. We literally went back in forth for 40 minutes. I explained that Google is a $250 billion company, if they value a customer, they should make this small sacrifice. I explained to him my loyalty to the company, and the fact that I am "the guy" that all of my friends and family go to when they are buying a phone. I've literally handed Google hundreds of new customers. Again, his response was "I am sorry that you don't feel valued." I asked him "What can you do to make me feel valued?" I even offered to buy a Nexus 4 and keep my Galaxy Nexus, if he could give me some play store credit toward apps. Again, he refused to do anything at all. I tried a different approach this time, telling him that although I am not a fan of Apple products, I have owned them in the past and their customer service is top notch. They would do anything for their customers. His response again, "I am sorry that you feel our customer service is not doing that. You are welcome to go back to Apple." He seemed very frustrated and angry, raising his voice, talking over me, while I stayed calm and logical. Over and over, he would tell me "If there is nothing else I can help you with today, I'm going to end the call." He had NO interest in keeping me as a customer, even after I told him that I no longer wanted to buy any of the new products, he said "That is your choice, you can do that."
After nearly an hour of talking in circles with a company who had no interest in keeping me coming back, the supervisor said "I can forward your concern to a specialist who can contact you in 24-48 hours." I told him that I would rather not wait 24-48 hours for a call, I just wanted to get this resolved. He said "Oh, they won't be calling you, they'll email you. They will tell you the same thing I just did."
I've had a few bad customer service experiences in my day, but never have a dealt with such a bunch of clueless, uninformed, and hostile people, with no interest in the customer at all. I am just appalled. I love every Google product I have ever used, I praise it to anybody who would listen. Now I regret every word of it, seeing how much they really care about their customers. Over just a few dollars. I'm so disappointed.
Just a flat out no. To make matters worse, they were not aware that a new line of Nexus products had been launched. I asked, if there is a 15 day return policy, why I can not return a phone that I purchased within the last 15 days. He responded, with a rather rude tone, "We aren't a cell phone carrier. We don't offer upgrades on your old phone." Well no kidding. I switched to the Nexus to avoid being tied to a carrier. I explained again, that I would also like to order a Nexus 10 and Nexus 7, along with a Nexus 4. After going back and forth for a while, he went to ask a supervisor what he could do. They offered to take it back for a restocking fee. Normally, I would expect to pay a restocking fee for an open phone, but I practically had to pull teeth just to get that offered to me, so I decided to push it a bit and see if they valued me as a customer at all. I asked to speak with a supervisor.
The supervisor came to the phone, already annoyed, and pretended to be completely oblivious to why I asked to speak with him. "How can I help you today, sir?" As if the previous rep had not filled him in. So again, I went through the story. I simply asked the guy if he valued my business, and would be kind enough to waive the restocking fee if I were to order all three devices. Right off the bat, the supervisor starts off with slanted apologies "I'm sorry you feel that way" and "I'm sorry that is how you think that." I asked if I could speak with his supervisor, because he was talking down to me. He told me that he is the highest level of customer service that would come to the phone. I asked if there was somebody I could email, he told me no. We literally went back in forth for 40 minutes. I explained that Google is a $250 billion company, if they value a customer, they should make this small sacrifice. I explained to him my loyalty to the company, and the fact that I am "the guy" that all of my friends and family go to when they are buying a phone. I've literally handed Google hundreds of new customers. Again, his response was "I am sorry that you don't feel valued." I asked him "What can you do to make me feel valued?" I even offered to buy a Nexus 4 and keep my Galaxy Nexus, if he could give me some play store credit toward apps. Again, he refused to do anything at all. I tried a different approach this time, telling him that although I am not a fan of Apple products, I have owned them in the past and their customer service is top notch. They would do anything for their customers. His response again, "I am sorry that you feel our customer service is not doing that. You are welcome to go back to Apple." He seemed very frustrated and angry, raising his voice, talking over me, while I stayed calm and logical. Over and over, he would tell me "If there is nothing else I can help you with today, I'm going to end the call." He had NO interest in keeping me as a customer, even after I told him that I no longer wanted to buy any of the new products, he said "That is your choice, you can do that."
After nearly an hour of talking in circles with a company who had no interest in keeping me coming back, the supervisor said "I can forward your concern to a specialist who can contact you in 24-48 hours." I told him that I would rather not wait 24-48 hours for a call, I just wanted to get this resolved. He said "Oh, they won't be calling you, they'll email you. They will tell you the same thing I just did."
I've had a few bad customer service experiences in my day, but never have a dealt with such a bunch of clueless, uninformed, and hostile people, with no interest in the customer at all. I am just appalled. I love every Google product I have ever used, I praise it to anybody who would listen. Now I regret every word of it, seeing how much they really care about their customers. Over just a few dollars. I'm so disappointed.
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